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Global Head of Delivery and Operations

2 months ago

Burlington, Ontario, Canada State Street Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our Implementation Services team as the Global Head of Delivery and Operations. This is a critical role that requires a strong leader with a proven track record of managing large teams and delivering complex projects.

Key Responsibilities
  • Oversee the day-to-day operations of the Implementation Services team, ensuring that all projects are delivered on time, within budget, and to the required quality standards.
  • Develop and implement strategies to improve team productivity, efficiency, and effectiveness.
  • Manage and mentor a team of senior implementation managers, product specialists, implementation managers, and consultants.
  • Collaborate with sales and account management leadership to develop business through positioning and selling services for new and existing customers.
  • Interface with existing and prospective clients, as well as all internal divisions of the company.
  • Develop and maintain strong relationships with key stakeholders, including clients, sales teams, and internal departments.
  • Ensure that all team personnel are effectively staffed and utilized, and that all projects are properly resourced.
  • Achieve Implementation Services group revenue goals and utilization targets.
  • Achieve individual group customer satisfaction targets.
  • Complete project reviews on a regularly scheduled basis, including review of implementation status and resolution of implementation issues.
  • Work hands-on with clients as necessary, with the goal of achieving successful, on-schedule, on-budget projects, as well as a high level of client satisfaction with implementation services.
  • Ultimately responsible for delivery of each implementation upon which staff participates.
  • Serve as liaison to Sales, R&D (Product Management, Engineering, and QA) or other departments with needs or dependencies on services (and vice versa) to share expertise, escalate, champion/resolve issues, etc.
  • Continuously improve implementation practices and procedures, such as estimating, scoping, quality assurance reviews, methodologies, and reengineering, to deliver cost-effective and efficient deployments.
  • Ensure that all staff adheres to policies and procedures.
  • Participate in Sales process, including presenting implementation methodology and procedures overview to prospects, responding to ad-hoc design and best practice questions from prospects and customers, preparing realistic estimates, assumption documents, and SOWs for delivery to prospects and where necessary for inclusion in customer contracts.
  • Maintain utilization of 20-30% (1 – 1.5 days per week) via value-add management activities, such as project reviews, specialized support, kick-off ad-hoc meetings, etc.
  • Review and approve Expenses and Time Entries.
  • Lead meetings, including bi-weekly team meetings, project reviews (internal and external), and account reviews.
Requirements
  • BA/MS degree in a field such as Finance, Economics, Financial Engineering, Computer Science, Mathematical Finance, or another related field.
  • 10+ years of experience in managing a portfolio of clients and building senior-level relationships.
  • Proven experience in managing a team of 10+ consultants.
  • Ability to apply priorities and match staff ability to customer requirements.
  • Strong analytical and problem-solving skills.
  • Strong communication and inter-personal skills.
  • Ability to develop and manage cross-functional processes and project timelines.
  • Understanding of the implementation lifecycle and methodologies.
  • Proven ability to recommend and apply industry and technical best practices.
  • Strong contributor with high motivation, with the ability to take initiative, set priorities, and perform tasks with minimal guidance.
  • Specific knowledge of the investment industry (financial instruments, workflows, major players, trends, etc.).
  • Strong management background; ability to work tactically and strategically.
About State Street

State Street is one of the largest custodian banks, asset managers, and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investments research & trading, and investment management to institutional clients.

What We Offer

We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance, and savings plans among other perks. You'll have access to flexible Work Program to help match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity, and Social Responsibility

We truly believe our employees' diverse backgrounds, experience, and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity, and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program, and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.